Danahy Haley-Zona

Sr Manager, Cx @ACV Auctions

Buffalo, NY, US

Oversee a team of analysts supporting ACV’s Customer Experience (CX) program, title process optimization initiatives, and consumer strategy at this tech unicorn.• Collaborate with team members to determine business priorities, assess risk associated with business decisions.• Consult with department leaders to improve teamwork and program coordination.• Provide COO and other senior leaders with operational insight and analysis.• Identify and provide recommendations on improvements across the organization.• Manage strategic business initiatives from ideation to implementation.• Project managed operational due diligence for multiple strategic corporate development opportunities for mergers and acquisitions and channel partnership pilots.• Expanded on ACV’s benchmark framework including: ownership of customer insights governance structure & automation, CSAT deployment & monitoring, and cadenced CX digest distributions around the organization.• Increase engagement with sales and other areas of the organization to drive increasing value for customers of ACV.• Support material preparations for ACV’s IPO, board of directors meetings, and quarterly business reviews.• Plan, coordinate, and facilitate meetings to be focused and results oriented.Key Accomplishments• Led a steering committee to assess a new telephony vendor for all ACV product lines, targeting to deprecate current non-value-add/scalable relationships while saving the company in annual costs.• Drove 200% efficiency improvement to Titles Operations process through Salesforce user interface (UI) improvements.

Saint Mary's College

Bachelor of Arts (BA), Political Science, Global Studies

Nardin Academy

High School